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Incident request resolution with an emergency change request

This user scenario describes how to resolve an incident request with an emergency change request.
Joe Unser, a Calbro Services benefits agent, cannot access the local area network. He contacts the Calbro Service desk, and Francie Stafford, a service desk analyst, creates an incident request.

The incident request is assigned to Ian Plyment, a specialist in the support group assigned to Joe's company. Ian determines that Joe's data port is broken, and an emergency change is required to restore Joe's service.

Ian contacts Allen Allbrook, the owner of the service, to let him know that an emergency change is required. Allen assesses the risk and authorizes Ian to perform the work.

Ian then replaces Joe's data port and documents his actions in the incident request. Ian verifies with Joe that he can now access the local area network.

Ian closes the incident request and notifies Mary Mann, the change coordinator, of the emergency change so she can register the change. This ensures everyone can see what was changed, should the emergency change cause other incidents to occur. It also ensures that BMC Atrium CMDB is updated.

Note

Incident Management and BMC Change Management must be installed to follow this user scenario.

The following table describes the typical steps involved in this user scenario.
Resolving an incident request with an emergency change

Role

Actions

Explanation

Service desk customer

The customer contacts the service desk.

Joe cannot access the local area network.

Service desk analyst

  1. On the Incident console, the service desk analyst registers the incident request record.
  2. The analyst uses Incident Matching to search for a solution.
  3. When the specialist does not find a solution, the specialist completes the incident request registration and saves the record.
    The incident request is assigned to an assignment group as specified in the template.

Francie Stafford receives Joe's call and, using the Incident Management Best Practice view, creates a new incident request record from the applicable template.

Specialist

The specialist accepts the assignment:

  1. On the Incident console, the specialist searches for incident requests that are assigned to his support group, but not to an individual.
  2. The specialist opens the customer's incident request and assigns it to himself. In the work details, the specialist specifies that the incident request is being handled according to the emergency change protocol.

Ian Plyment is a specialist working for the support group that supports Joe's company. Ian searches for all open, unassigned incident requests for his support group. Joe's incident request is one of the records found by the search. Ian opens the record and accepts the assignment.

Ian investigates Joe's incident request and determines that his data port is broken. The fix requires an emergency change. Ian contacts Allen Allbrook, the owner of the affected service, to tell him this incident request requires an emergency change. Ian also notes this in the Work Detail tab of the incident request.

Allen analyzes the risk and impact of the emergency change request and then authorizes Ian to implement the emergency change.

Specialist

The specialist implements the change and records all work in the incident request. The specialist contacts the customer to verify that the affected service has been restored. The specialist closes the incident request.

After the change is implemented and verified, Ian closes the incident request and asks Mary Mann, the change coordinator, to register a change for this emergency change.

This ensures everyone can see what was changed, in case the emergency change causes incidents to occur. This also makes sure that Allen, the service owner, is informed and BMC Atrium CMDB is updated.

Change coordinator

  1. The change coordinator creates an emergency change request.
  2. From the Incident form, the change coordinator creates a change request.
    This opens the Change Request form and copies information from the incident request record to the change request record.

From Joe's incident ticket, Mary creates the emergency change request. By creating the request from the incident request, much of the information is copied directly from the incident request record to the change request record.

This saves time and ensures accuracy. While creating the emergency change request, Mary creates a relationship between Joe's incident request and the emergency change request.

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